Primrose Awnings Reviews 

An awning installed July 2019. Gear box never worked from day 1.. Wind blew out the awning out and it has never worked since.. Company expect me to climb a ladder to switch off mains supply.. I’m an OAP and disabled. Whenever I call I’m told it’s not “their fault”.. paid over a £1000 to not to be able to use my awning.. HELP and ADVICE would be appreciated

Really disappointed with primrose . Place an order which they cancelled subsequently saying no stock . Went back onto their website and same awning gone up by £600. Why couldn’t they offer to delay my order until they had stock and then obvs charge me the same price . Absolutely not acceptable

I wish I had read these reviews!
I Purchase a blind, and give them some credit in that it turned up on time, albeit it was dumped on our door step and the courier had legged it in the 20 seconds before i was able to respond by opening the front door. Then I started to look a little closer, the box was tatty, stuck up with various layers of sellotape of different types, clearly the box had been opened before and had been on a long journey. i have since remove the blind and it is ok, albeit some of the white enamel paint is a little scuffed on the brackets.
In addition some of the fixings were missing including a couple of the screws, wall plugs and washers, ( fortunately i had my own stocks).
The blind was supposed to be yellow and grey, they had sent a yellow and green.
Tried to call customer services, ended up on a long que that did not seem to be moving up, and eventually gave up each time through lack of time .
Strangely I noticed of the four times I tried to get through, I always started the que at the same place, at number 21 with the girls voice slightly broken up at that point. I wondered if this was pure coincidence or if this is a recorded tape loop, and there aren't any real people there?

I am beginning to think this is a sham organisation and should be more aware in the future.

Daylight robbery!
I was interested to buy a 6m awning to install in my shop and price was £1199.99 which was reasonable. This was 2 days ago. When I revisited the website to enquire about the product I noticed that the product had gone up to £1999.99 and I was shocked to see it. When I called customer service to check if this is right I was told that yet we put the prices up and that’s what it is. I know there is an inflation and prices go up but not overnight by 60%! Shame on you!

Lasted 2 months before requiring re aligning
Very poor quality - Stay away

Ordered awning from Amazon for my parents arrived on time box was battered but didn't pay much attention. Builder came to fit 5 days later thats when the fun started.
4m Awning came with 1 Bracket got lucky as a neighbour had just upgraded so had 2 spare. Awning fitted great unwound to ensure the blind was level when we noticed the main pole was bent so when wound fabric would rub against bolts.
Then tried the remote control and that didn't work.
Not a very happy person today and still waiting for contact

We placed our order for a 5M retractable blind from Primrose Awnings on June 24th 2020. Having paid £1189.98 we were looking forward to installing it when it arrived. However, as the weeks passed, nothing happened. In the name of ‘pandemic patience’ we didn’t want to start pursuing Primrose too quickly. By late July we decided to get in touch and noticed Primrose Awnings had no phone number visible on their website. But they had a clear cancellation and refund policy: 'Returns - peace of mind guaranteed. We want you to be delighted with your purchases'.

On Friday July 24th we received notification, by text, from their carrier DX Delivery, telling us our order was to be delivered the following Monday July 27th. Nothing was delivered that week and we heard nothing further from DX Delivery.

We went to the Primrose Awnings website and asked for a cancellation. There was no response. We tried again a few days later and were told that we’ve already asked for a cancellation so we can’t ask again!

Then the Primrose Awnings website revealed that apparently our order had been delivered to our home on July 30th at 15.41.

We insisted they supplied us with proof of delivery to our home and eventually we received a scruffy delivery note with a very random squiggle where one of our signatures would have been written. This, in their eyes, was proof the awning had been delivered to us. Recognising a fraud we immediately contacted Barclaycard to initiate a chargeback. But because this squiggle from DX Delivery was evidence to them that our blind had been delivered, the chargeback was refused.

So our question to the Directors of Primrose Awnings is why would we do this? If we'd received your awning we would have installed it and if, for any reason, it wasn't suitable we would have arranged for it to be collected and refunded.

We are now £1189.98 out of pocket.

Ordered 30 th November Said 5-7 day delivery time . 15th Dec still no delivery . Cannot speak to anyone who can deal with it. Phoned so many times . Was told definitely would be delivered 14th dec so waited in all day even booked someone to put it up. Customer care answer team have no clue , waste of time talking to them. Just say they will message supervisor who never gets back. About to contact bank. Feels a scam company. They should not take orders if can’t fulfil them . Resolved by perseverance and refunded so increased stars 1 to 2

DO NOT LISTEN TO THEIR DELIVERY TIMES!!! We ordered an awning on the 29th of November. We chose this company as it stated 3-5 days for delivery and paid £60 for the privilege of quick delivery. We phoned after the 5 days to get an update and they used COVID as their excuse. Then on the 7th we received tracking information to say the awning had been dispatched, then on the 8th, 10th and 11th the tracking info showed it had been scanned in DX Glasgow. I phoned DX several times today (11th) to no avail. He then contacted Primrose Awnings, was on hold for 30 minutes and then from their side it cut off. So we are sitting now at 12 days delivery and no contact been made by the company. Extremely disappointed and ready to make an appeal through PayPal if we don’t hear from them soon.

Given low score as it appears this is only way of getting a response to my complaint. Looking forward to someone getting in touch.

Right in the middle of the pandemic, received my awning - there was a strange situation with the delivery and the condition of the awning when it arrived was not perfect due to the fact the delivery company (DX) had done their best to destroy it. The fixing were missing too. However, Primose-awnings responded very well and sent out the fixings very quickly. The only reason I did not give 5 stars is because it is almost impossible to get hold of anyone because they do not man their telephones. Therefore you can only contact them by email, which can take a while for a response.

I am a very satisfied customer and would recommend “Primrose”. I have no complaints so far; my experience was as follows.
My first contact with Primrose was by email asking for information concerning the wall mounting. I received a replay within a couple of hours, later I sent two more requests and received an answer with appropriate drawings within twenty minutes.
I have to say that after reading a number of negative reviews I ordered a two-metre electric full cassette awning and the weather sensor controls too very late on a Friday evening with a little feeling of apprehension which proved to be unfounded.
Even amid the Covid-19 restrictions the awning was duly delivered the following Tuesday followed by the separate controls the following day.
The packaging was all OK and all the contents were as ordered, and I am very pleased with the quality of the product too.
The awning is now installed and connected electrically and is working A.OK. though as it is winter and no sun the sun sensor has not yet proved itself.

We ordered an awning in September but when it arrived the box was damaged and the wall brackets were missing. We’ve now been in contact with their ‘customer services’ five times and each time been told the brackets would be with us next day. Funnily enough same pattern as many of the below comments, they have never turned up.

This is the worst company I have ever dealt with. Time after time they keep telling me that the item was on its way. It never arrived. The item finally arrived today after almost 4 weeks and many many emails and involvement from PAYPAL. I will not be using this company again.

Purchased a remote awning 4 months ago. Delivered damaged and remote facility faulty. Filled in their online form, NOTHING! Emailed them, NOTHING!, Emailed them again, NOTHING.
£650 out of pocket and now the summer is over.
Absolutely disgraceful service hiding behind COVID-19 as an excuse for really bad service.
Not acceptable.
Just about to launch a claim in Small Claims Court.

I ordered a patio heater for my birthday and when I opened the package the bulbs were smashed. I sent them a message via their website as they are not taking calls.6 weeks later not heard a thing.Very disappointing customer service!

Thank God I read these reviews before ordering. Thank you everyone and trust pilot for these insights. It's saved me a lot of stress at these difficult times. I shall order from elsewhere.

I wish to read reviews before I purashed my awning.
After one year of use became loose and saggy, is collecting the water and dripping down through from everywhere. Send them a lot of emails no one contact me back, probably no one is reading the emails or they are not bothering after they took your money.
Avoid Primerose Awning

I wish I had read these reviews before ordering! We received our awning but on first inspection it was poorly made (very shoddy looking, arms flapping about dangerously when tryingto fit it). Fitted it as per instructions and their online video but it wound out straight to the floor? the angle couldn't be adjusted at all and when we wound it back it failed to retract properly and bunched up! I appreciate it was there 'budget range ' but at £524 I was not happy at all.....not fit for purpose and clearly faulty. We immediately took it down and requested a refund. We then had to pay £75 on top of the £524 just to return it and they refused to refund us that money as they said it was badly fitted. Absolute Tosh! The whole experience of using this company has been horrendous. Bad communication, no one you can actually speak to just a bloke called Phil answering emails 2 day's later who is happy to put the blame on the fitting to avoid paying extra carriage charges back. £75 paid for nothing.....! I would not recommend them to anyone....the 'no quibbles' returns policy thet advertised and full refund of carriage for a faulty item is a lie .....thet just blame the customer and then you don't have to pay is actually what happened. They also claimed the zlcarrier who they suggested i might add damaged it in transit, probably so they claim the full amount back.and aren't out of.pocket! Very Dishonest indeed as it was already faulty!
Disgusting customer service I shall be reporting them to trading standards regarding their crap product and no quibbles returns!
Avoid!!!!

Be careful, they will cancel your order without telling you and keep sending you "sorry for the delay" automated emails. they don't reply to emails or their Contact Us online form and their phones hardly ever seem to be turned on.
Really bad experience, ordered awning, website says "in stock, 3-5 working days delivery".
Week after week I get emails saying it is being processed, waiting for delivery.
Finally get hold of them and find "the warehouse cancelled the order 2 weeks ago and refunded you" - no email telling me this, still receiving emails saying order being processed, still no replies to my emails or Contact Us form, it is only because I kept calling them and finally got through that I even know the order is cancelled.